nffn/eei/aga survey: utility best practices for low-income customer assistance programs

NFFN/EEI/AGA Survey: Utility Best Practices for Low-Income Customer Assistance Programs

June 13, 2012 Session 7 F

NFFN/EEI/AGA Survey: Utility Best Practices for Low-Income Customer Assistance Programs

Moderator: Sadie John Kroeck, Peoples Natural Gas Company

Presenters:Judi Martin-Omaha Public Power DistrictLouis Gonzales-Florida Power and Light

Workshop Agenda:

• How did we get here • Background on development of

survey• Survey process and data• Value and use of data• Next Steps• Success Stories- a facilitated exchange• Follow up

How did we get here?

• Reorganization• Search for best practices• Networking• Early mini-pilot• EEI/AGA/NFFN partnership

• Background on development of survey

AGA EEI DataSource Benchmarking

• Since 1996• Completely Web-based• Customer Services Functions• Comprehensive Survey• Large Participant Base• AGA EEI Member Benefit

Survey Content

• General Utility Information

• Organization, Staffing, and Expenses for Low Income Programs

• LIHEAP Funds• Utility-Sponsored Funds

• Education• Outreach• Weatherization• Fundraising• Partnerships• Success Stories

Online Survey and Results

• AGA EEI DataSource Framework• Results Will Be Unmasked• Participants To See All Detailed Responses

Online• Contact Information Is Included• Browse, Filter, Export to Excel

Survey Process

• There’s Still Time to Participate• Contact help@agaeeidatasource.com for User

ID and Password• Submit Data Online by End of June• Respond to Data Scrub Items Needing

Verification• Browse Results Online • Participate in Webinar• Receive High-Level Summary Report

What Happens in DataSource Stays in DataSource

• Questions/Results Are For Employees Only• Questions/Results May Not Be Shared With

Consultants or Regulators• Participants May Not Make Reference to

Relative Rankings, Averages, Percentiles, etc. With Anyone Other Than Employees

• Confidentiality Agreement Applies to All Materials/Results

• When In Doubt, Ask First!

Survey Participation So Far

• As of June 28, 40 Utilities Had Finished, More Are Anticipated

• Electric (38%), Gas (24%), Combination (38%)Utilities Represented

• 85% IOUs• Sizes Range from 23,000 to 5 Million Customers• Organizations and Funding are Varied• The Success Stories Are Compelling

DataSource Benchmarking

• Look At Expenses AND Performance• Compare Processes• Measure With Meaningful Peers• Pick Up The Phone• Work with the Data and the “Per”s

DataSource Benchmarking

• It’s not about a prize for the top performer.• It’s about understanding where you are

today, and how to be better tomorrow.

Next Steps- Open Discussion

Complete surveyAre we asking the right questions?

Annual Updates?Review data/report

Use of data-networking

SUCCESS STORIES

NFFN Members Success Stories 

Organization: ______________________________________________________________________________

Contact Name: _____________________________________________________________________________

Phone Number: ____________________________________________________________________________

Email Address: ____________________________________________________________________________ Program Name: ___________________________________________________________________________

Program Costs: ____________________________________________________________________________

Program Goals: ____________________________________________________________________________ Success Story: ____________________________________________________________________________________________________________________________________________________________________________________

Thank you

Contact info:Judi Martin: jamartin@oppd.com

Louis Gonzales: louis.Gonzalez@fpl.com